<div>It's really a safeguard, because not everyone that uses your RT instance is "smart" enough to prevent loops from happening.</div>
<div> </div>
<div>And my example showed 2 queues... but you only need email address and a "goofy" user for a loop to happen that will cripple the system.</div>
<div> </div>
<div>I've had end-users reply to an email coming from <Mike Johnson via RT>(which the Reply-To: on those emails is <a href="mailto:helpdesk@nosm.ca">helpdesk@nosm.ca</a>) and cc <a href="mailto:helpdesk@nosm.ca">helpdesk@nosm.ca</a>.</div>
<div> </div>
<div>If you use the ParseNewMessageForTicketCcs, the above can become quite troublesome without RTAddressRegexp, as it would append <a href="mailto:helpdesk@nosm.ca">helpdesk@nosm.ca</a> as a Cc email address, which would then email out to <a href="mailto:helpdesk@nosm.ca">helpdesk@nosm.ca</a> whenever you do correspondence that a Cc would see...</div>
<div> </div>
<div>Hope that helps!</div>
<div>Mike.<br><br></div>
<div class="gmail_quote">On Tue, Jul 27, 2010 at 4:29 PM, Joseph Spenner <span dir="ltr"><<a href="mailto:joseph85750@yahoo.com">joseph85750@yahoo.com</a>></span> wrote:<br>
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<div class="h5"><br><br>--- On <b>Tue, 7/27/10, Mike Johnson <i><<a href="mailto:mike.johnson@nosm.ca" target="_blank">mike.johnson@nosm.ca</a>></i></b> wrote:<br>
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<div>You need to include both, the queue email addresses, AND anything that forwards email to RT.</div>
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<div>That setting prevents RT from sending emails that will "loop" infinitely in your system.</div>
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<div>For example.</div>
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<div>RT is setup with the basic autoreply, and reply on correspondence etc.</div>
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<div>RT has 2 queues, <a href="http://mc/compose?to=support@here.com" rel="nofollow" target="_blank">support@here.com</a> goes to general, and <a href="http://mc/compose?to=it@here.com" rel="nofollow" target="_blank">it@here.com</a> goes to IT queue.</div>
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<div>If <a href="http://mc/compose?to=it@here.com" rel="nofollow" target="_blank">it@here.com</a> emails <a href="http://mc/compose?to=support@here.com" rel="nofollow" target="_blank">support@here.com</a> the general queue will autoreply to <a href="http://mc/compose?to=it@here.com" rel="nofollow" target="_blank">it@here.com</a> which will create a ticket and autoreply to <a href="http://mc/compose?to=support@here.com" rel="nofollow" target="_blank">support@here.com</a> which will create a ticket and auto-reply to <a href="http://mc/compose?to=it@here.com" rel="nofollow" target="_blank">it@here.com</a> etc etc etc....</div>
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<div>Big loop, never ending, blow up RT :P</div>
<div> </div>
<div>If you set the regular expression to <a href="http://mc/compose?to=support@here.com" rel="nofollow" target="_blank">support@here.com</a> when RT emails out, it'll filter any emails going to <a href="http://mc/compose?to=support@here.com" rel="nofollow" target="_blank">support@here.com</a>. This will ensure no loop happens.</div>
<div> </div>
<div>SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through.</div>
<div> </div>
<div>Hope this helps!</div>
<div>Mike.<br><br></div>
<div>On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner <span dir="ltr"><<a href="http://mc/compose?to=joseph85750@yahoo.com" rel="nofollow" target="_blank">joseph85750@yahoo.com</a>></span> wrote:<br>
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<td valign="top">Upon nearly completing my RT installation, and running:<br><br># make initialize-database<br><br>I got the message:<br><br>==<br>[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)<br>
Now inserting data<br>Done inserting data<br>Done.<br>==<br>If I have 3 queues, ie:<br><a href="http://mc/compose?to=support-help@bob.domain.com" rel="nofollow" target="_blank">support-help@bob.domain.com</a><br><a href="http://mc/compose?to=sales-help@bob.domain.com" rel="nofollow" target="_blank">sales-help@bob.domain.com</a><br>
<a href="http://mc/compose?to=it-requests@bob.domain.com" rel="nofollow" target="_blank">it-requests@bob.domain.com</a><br>Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) <a href="http://mc/compose?to=help@jack.somewhere.com" rel="nofollow" target="_blank">help@jack.somewhere.com</a> forwarding to my RT system in which case I'd want to add: <a href="http://mc/compose?to=help@jack.somewhere.com" rel="nofollow" target="_blank">help@jack.somewhere.com</a> to the RTAddressRegexp option ?<br>
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<div>So this 'loop' should only occur if:<br><br>1) auto respond/reply is enabled for the queue defined in the scrips<br>2) somehow, an RT queue address (with auto reply enabled) somehow gets included into another queues ticket<br>
<br>?<br><br>Is this potential something new? I've been using RT2 since about 2001 and never seen this happen. Or is it just a safeguard?<br></div>
<blockquote style="BORDER-LEFT: rgb(16,16,255) 2px solid; PADDING-LEFT: 5px; MARGIN-LEFT: 5px">
<div></div></blockquote></td></tr></tbody></table><br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>Buy a copy at <a href="http://rtbook.bestpractical.com/" target="_blank">http://rtbook.bestpractical.com</a><br>
</blockquote></div><br><br clear="all"><br>-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON P7B 5E1<br>Phone: (807) 766-7331<br>Email: <a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a><br>